Work with Flows

Flows allow you to create a visual representation of a conversation between your bot A software application that handles customer interactions in place of a live human agent. and a contact The person interacting with an agent, IVR, or bot in your contact center.. Currently, the only bot action you can add as a bot response is a message action. Changes to your flow are saved automatically.

1. In CXone, click the app selector and select Bot Builder.

2. Click the bot you want to work with.
3. Click Dialogues in the left icon menu.
4. Click the Flows tab.
5. Locate the folder your new flow should go in. You can also click New Folder , enter a name, and press Enter.
6. Click Create flow.
7. On the flow canvas, click the plus sign and select an option: 
   1. Select Intent to add a contact message.
   2. Select Message to add a bot message.
8. To add a contact message: 
   • Enter the message text and press Enter. The bot displays its predicted intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish.
   • If the intent is incorrect, click the intent and choose the correct one. You can enter an intent name in the Type intent name field to search for an intent, then select it.
   • If the intent you want doesn't exist yet, you can create it on the NLU > Intents tab. Return to your flow and add the contact message again, then select the correct intent.
   • Click the checkmark to confirm the intent displayed in the message.
9. To add a bot response: 
   • Enter the response text and press Enter.
   • Add buttons or quick replies if this response requires them. Your bot response can have buttons or quick replies, but not both.
   • Click the flow canvas to finish the response.
10. Add the next message in the flow: 
    • If you added a bot response, your next message in the flow can be another bot response or one or more contact messages (intents).
    • If you added a contact message (intent), your next message in the flow must be a bot response.
11. Repeat these steps to continue adding contact and bot messages to create your conversation flow. While working with your flow, you can: 
    • Click the trash can next to a message bubble to delete a bot response or contact message.
    • Click the six stacked dots next to a message bubble to move the message around on the canvas.
    • Use the hand to grab the canvas and move it around to quickly see a different part of the flow. The flow preview in the lower right corner shows you where the flow bubbles you're viewing are in relation to the whole canvas.
    • Click the plus or minus on the toolbar at the bottom of the page to zoom in or out.
    • Click the four arrows pointing at each other on the toolbar at the bottom of the page to center the canvas on your flow.
    • Click the lock to on the toolbar at the bottom of the page to prevent changes from being made to the flow.
    • Use your mouse wheel to zoom in and out on the flow canvas view.

Add Buttons to a Bot Response

You can add one or more buttons to a bot response.

1. In Bot Builder, create a flow and select Message to add a bot response.
2. Click Button in the bot response message on the canvas.
3. Double-click the default New Button text in the button that apears, then enter the new label text. One of the branches from the bot response now has a label that matches the button label you added.

4. Click the plus sign on the labeled branch and select whether you want the button to Start Flow, Open URL, or Trigger Intent.

   Learn more about fields in this step

   Field	Details
   Start Flow	This branch of the conversation will jump to another flow. This changes the bot's context to the new flow.
   Open URL	This branch branch of the conversation will open a URL in the browser.
   Trigger Intent	This branch of the conversation will trigger an intent. The intent will occur within the context of the current flow.

5. Configure the button:

   • To configure a button that starts a flow, click the drop-down the appears and select the flow you want to jump to. If the flow you want doesn't exist yet, you must create it first.
   • To configure a button that opens a URL, in the field that appears, enter the URL that you want to open and press .
   • To configure a button that triggers an intent, in the field that appears, enter an example of what contacts say to trigger the intent, then press . Confirm the bot's intent prediction or select the correct intent.
6. Add another button, if necessary.

Add Quick Replies to a Bot Response

1. In Bot Builder, create a flow and select Message to add a bot response.
2. Click Quick Reply in the bot response message on the canvas.
3. Double-click the default New Quick Reply text in the button that apears, then enter the new label text and press Enter. One of the branches from the bot response now has a label that matches the button label you added.

4. Click the plus sign on the labeled branch and select whether you want the quick reply to Start Flow or Trigger Intent.

   Learn more about fields in this step

   Field	Details
   Start Flow	This branch of the conversation will jump to another flow. This changes the bot's context to the new flow.
   Trigger Intent	This branch of the conversation will trigger an intent. The intent will occur within the context of the current flow.

5. Configure the quick reply:

   • To configure a quick reply that starts a flow, click the drop-down the appears and select the flow you want to jump to. If the flow you want doesn't exist yet, you must create it first.
   • To configure a quick reply that triggers an intent, in the field that appears, enter an example of what contacts say to trigger the intent, then press . Confirm the bot's intent prediction or select the correct intent.

6. Add another quick reply, if necessary.